The most important people in the CX space are the customer and the person that is providing support and resolution. We often focus on numbers, forecasts, and schedules. This is a good thing – it is how we fit into the equation, That said, it's essential to remember that our role is not just about optimizing efficiency, but also about supporting the people who make our contact centers tick – the front line. Let’s talk about the importance of understanding what your agents do and how it can make you a better WFM professional. Have you ever taken the time...
Date: February 25, 2025 Time: 10:00 -11:00 AM CT Empowering Supervisors: A New Lens for Workforce Engagement Supervisors today face persistent challenges in addressing contact center agent burnout and turnover. In today’s remote and hybrid work environments, they often lack the visibility they need to identify and address workforce pain points before they escalate. The result? Increased turnover, strained morale, and mounting costs—up to $35,000 per agent. But what if you could predict burnout before it happens? Intradiem’s Agent Burnout...
Orlando Area SWPP & QATC Regional Meeting – Thursday, February 13, 2025 Join us for the Orlando, FL area SWPP & QATC Regional Meeting on Thursday, February 13 at CNA located at 500 Colonial Center Parkway in Lake Mary, Florida. You won’t want to miss this great opportunity to with your peers and discuss your toughest workforce management and quality assurance problems. Join us for a great morning of education and networking. The agenda is as follows: 8:30-9:00 a.m. —...
Staffing Tradeoffs: Achieving a Balance of Service, Occupancy, and Cost — After determining base staff requirements, it is critical to review all the tradeoffs that impact contact center stakeholders. Learn about how callers are impacted by staffing decisions that drive speed of answer and quality of service. Review how staffing levels impact frontline staff in terms of productivity or occupancy. Finally, see how staffing levels and telecommunications factors affect revenues and costs. Hear about how one person can make an...
